Every call center manager faces the problem of unpredictable spikes in call volume. Sometimes the causes are understood – even anticipated, however in many cases these peak periods come as a shock to the system. For example, a marketing event promoting a product sale would be an easy indicator of an influx in calls, whereas an unexpected power outage or sudden bout of the flu in the call center isn’t something you can readily plan for. Or is it?
What happens when call volume gets out of control? What strategy do you have in place to ensure that the customer experience doesn’t suffer?
This guide will tackle those questions head on! Continue reading